SERVICE DESCRIPTION: Optus Mobility Consultancy Service
This Service Description forms part of Optus' Standard Form of Agreement pursuant to the
Telecommunications Legislation.
This Service Description for the Optus Mobility Consultancy Services comprises of the following Parts:

Part 1: Service Family Terms (applicable to all Mobility Consultancy Services); and

Part 2: Service Option Terms.
The Service Option Terms are separate terms applicable to each of the following Optus Mobility Consultancy
Service Options and are to be read in conjunction with both the General Terms and the Service Family Terms:

Enterprise Mobility Health Check Service

Enterprise Mobility Strategic Planning Service

Enterprise Mobility Solutions Advisory Service

Enterprise Mobility Business Transformation Service
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SERVICE FAMILY TERMS: Optus Mobility Consultancy Service
If there is any inconsistency between the terms of the documents that form the Agreement, they will be
interpreted in the following order of precedence: the Standard Pricing Table, the Service Option Terms, the
Service Family Terms, the General Terms and the associated statement of work, except to the extent of any
inconsistency in pricing or modification to the scope of the service features (in which case the statement of
work overrides the Standard Pricing Table and Service Option Terms, as applicable).
1.
SERVICE FAMILY
1.1
Service Description
The Optus Mobility Consultancy Service is a set of four consultancy packages aimed at assisting You
through various stages of your mobility adoption.
The Optus Mobility Consultancy Service suite of packages are designed to assist organisations to
objectively assess the deployment of their enterprise technology, review or formulate their mobility
strategy or evaluate their current workflow processes. Customers can choose one or more packages.
This Service Description document describes the service offerings in detail, including itemised service
catalogue items and optional services.
2.
OPTUS GROUP COMPANY
The Optus Mobility Consultancy Service is supplied by Optus Networks Pty Limited, (ABN 92 008 570
330) an Optus Group Company.
3.
SERVICE OPTIONS
Each service package is a Service Option as follows:

Enterprise Mobility Health Check Service

Enterprise Mobility Strategic Planning Service

Enterprise Mobility Solutions Advisory Service

Enterprise Mobility Business Transformation Service
4.
OPTIONAL SERVICE FEATURES
4.1
The following optional service features can be selected if they are required in addition to the inclusions
of the above Service Options. The availability, terms, scope and charges for these services are as
specified in the Application Form:
(a)
Optional Professional Services;
Optional Service Details
1
Additional consultancy services not in scope
2
Additional project management services not in scope
3
Additional workshops not in scope
4
Additional travel related costs not in scope
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5.
SERVICE CHARGES
The charges for the Service are set out in your Application and are charged upfront from the original
Service Start Date.
5.1
You may choose, in Your Application, to have any of the additional services set out in the table below.
The charges for these additional services will be set out in Your Application.
Optional Service Details
1
Additional consultancy services not in scope
2
Additional project management services not in scope
3
Additional workshops not in scope
4
Additional travel related costs not in scope
If we perform any beyond scope services, requested by You, such Services will be charged on a time
and materials basis at our then current prevailing rates.
5.2
Service Implementation
Optus may vary the Service or any term of this Service Description if reasonably required to do so for
technical, operational or commercial reasons.
6.
COMMITTED TERM
The period commencing on the Service Start Date and ending when the services are complete, or 12
months from the Service Start Date, whichever occurs first.
7.
GETTING STARTED
(a)
Your Application will contain:
(i)
your selected Service Option(s), the charges, and any applicable features and
characteristics; and
(ii)
a Target Service Start Date (where applicable)
(b)
Optus will use reasonable endeavours to meet the Target Service Start Date, as set out in the
Application, however Optus does not make any warranty, representation or guarantee as to
the accuracy of this date.
(c)
In order to help ensure that the Service commences by the Target Service Start Date, you
must make available all appropriate resources in a timely manner to enable the completion
and ensure that the Target Service Start can be achieved.
(d)
If service commencement is delayed due to your failure to take all reasonable steps in
supporting the kick-off process or your failure to provide all requested information, Optus may,
at its option:
(i)
withdraw its acceptance of your Application and cancel the Service/s; or
(ii)
commence charging upfront for the Service from the original Target Service Start Date;
or
(iii)
set a new Target Service Start Date
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8.
SERVICE COMMENCEMENT
The Service Start Date is the date in which the first meeting or workshop is set and agreed to by your
Optus Mobility Consultant and your business and/or IT stakeholders.
9.
CANCELLATION FEE
9.1
Where the Service is cancelled during the engagement period and a Cancellation Fee is payable
under the General Terms, you are required to pay Optus an amount equal to the net present value of:
(a)
the profit component of all amounts that would have been payable in respect of the upfront
charge for the relevant Service; plus
(b)
all amounts that will be incurred by Optus as a result of the cancellation; plus
(c)
any unavoidable third party costs incurred by Optus in respect to the relevant Service for the
remainder of the proposed timeline from the date cancellation takes effect;
unless a different formula or a specified amount is otherwise expressly provided in the Standard
Pricing Table or your Application.
10.
CUSTOMER SERVICE SUPPORT
Your Optus Consultants are available during local business hours to answer questions you may have
on the Optus Mobility Consultancy Service.
11.
SERVICE REBATES
Service Rebates are not available for Mobility Consultancy Services.
12.
CUSTOMER OBLIGATIONS
In order for Optus to provide the Service You must:
(a)
provide timely notification of changes to IT policies and procedures, business requirements,
facilities, projects or strategic direction likely to impact on the provided service
(b)
ensure that your users are aware of the scope of the Services and the related procedures, as
defined by Optus' documentation.
(c)
the required personnel or equivalent nominated person/s are available at the designated
locations at the agreed date/s and time/s.
(d)
ensure Optus Personnel or its representatives, have full and safe access to your Sites as
required for the purpose of providing the Service and in accordance with applicable Work
Health & Safety (WH&S) guidelines for safe working environments.
Notwithstanding any other provision in the Agreement, Optus will not be in breach of the Agreement or
otherwise liable to you as a result of any delay or other failure in performance of its obligations under
the Agreement if and to the extent that such delay or other failure is caused by or arises from:
(e)
your non-performance, delayed performance or other breach of your obligations under the
Agreement;
(f)
the delayed arrival or non-arrival of information or data from you;
(g)
information or data supplied by you being faulty, damaged or incorrectly prepared;
(h)
errors in programs, coding information or operating instructions supplied by you, including any
failure of or defects in your systems;
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(i)
any failure by you to obtain all necessary rights and licences in relation to the Intellectual
Property Rights of third parties, unless those Intellectual Property Rights relate to goods
supplied to you by Optus;
(j)
any act or omission of you or your Related Bodies Corporate that has an adverse effect upon
the performance by Optus of its obligations under the Agreement.
13.
PROJECT MANAGEMENT
13.1
As part of the Service, Optus will appoint a Project Manager who is authorised to act as the primary
facilitator to ensure that all parties are meeting their obligations under the Agreement.
13.2
You will appoint a representative authorised to represent your organisation in all matters relating to the
subject matter of this Agreement. Your Representative will facilitate the scheduling of meetings
between your employees, management or directors as may be necessarily required or requested by
the Optus appointed Project Manager.
14.
DELIVERED REPORTS
For the term of this Agreement Optus grants you a royalty free, non-exclusive, non-transferable
licence to use the intellectual property contained in the reports.
14.1
Optus will keep a copy of all report/s published as part of the Service. The report's recommendations
and observations may be used by the Optus Sales Consultants in the course of discussions with you
on how best to deliver any recommended products and/or solutions.
14.2
Global Resources and Privacy
(a)
15.
You are solely responsible for ensuring your collection, use, disclosure and any other handling
of data that occurs in relation to your use of the Service (including its storage) and the
information provided to individuals about how their data is handled) complies with all laws;
Optus will refer to you any matter raised to Optus, by a third party relating to Personal
Information in connection with your use of the Service. You must handle all referred matters at
your cost and you agree to indemnify Optus for any loss Optus incurs in respect of any claim
or proceedings commenced against Optus by a third party including a Regulator, in relation an
individual's Personal Information collected, used, stored or disclosed in relation to your use of
the Service.
DEFINITIONS
Terms not defined in these Service Family Terms are as defined in the General Terms, unless
inconsistent with the context.
Engagement Period means the date in which the first kick-off workshop commences and ends when
the final report is delivered to you.
Equipment means the equipment required for Optus personnel to conduct meetings, interviews and
presentations.
Kick-Off Meeting means the first meeting conducted with your required stakeholders after the signing
of the Application Form.
Not In Scope means any service not covered in the standard Service Option and is required to fulfil
additional Customer requirements.
Optus Consultant means your appointed Optus representative this could be an Optus Account
Director or an Optus Account Manager.
Optus Project Manager means the person appointed by Optus as its authorised representative in
connection with this Agreement to coordinate and facilitate timelines and deliverables.
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Professional Services means the performance of the professional service activities specified in the
associated Application Form work by suitably qualified resources.
Related Service Options means those Service Options that are pre-requisites to obtaining the
relevant Service;
Service Description means the Service Family Terms and Service Option Terms applicable to the
Service.
Service Family Terms mean the terms applicable to all Service Options and Associated Services that
collectively form the Optus Mobility Consultancy Service as set out in Part 1 of this Service
Description.
Service Options means the service options detailed at the beginning of this Service Description.
Service Option Terms mean the terms applicable to each Service Option only as set out in Part 2 of
this Service Description.
Site(s) means your nominated site location(s) for the delivery, installation and or commencement of
the Service.
Target Service Start Date means the date requested by you and/or estimated by Optus and agreed
between the parties, as the target date on which the service is intended to be supplied to you in the
form of a kick off meeting, as specified in the associated statement of work.
Third Party Services Provider means the third party service provider identified in the relevant
Service Option Terms.
WHS Laws mean applicable legislation dealing with work health and safety in Australian states,
territories and the Commonwealth in place from time to time, as well as any regulations, codes of
practice and/or advisory standards made under or in connection with the legislation.
Your Representative means the person appointed by you as your authorised representative in
relation with this Agreement.
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SERVICE OPTION TERMS
Service Option: Optus Mobility Consultancy Service: Health Check
This Service Option forms part of the Optus Mobility Consultancy Service.
The Mobility Consultancy Service description comprises of the following Parts:

Part 1: Service Family Terms (applicable to all Optus Mobility Consultancy Services); and

Part 2: The Service Option Terms
The Service Option Terms are separate terms applicable to each of the Optus Mobility Consultancy Service
Options and are to be read in conjunction with both the General Terms and the Service Family Terms:
1.
DESCRIPTION OF THE SERVICE OPTION
The Health Check is an investigative process to evaluate, identify and document any usage,
operational, security & personnel gaps within a nominated and implemented enterprise mobility
service.
1.1
The Approach
The Health Check consists of up to two key workshops which are conducted on the customer
premises on the same day.
The workshops involve a discussion with key stakeholders of mobility initiatives to understand the
direction and approach the customers' business is taking. Following this there is a technical review of
the existing environment benchmarked on industry best practices, suitability of the platform to deliver
upon business needs and an assessment of the platform suitability for the particular use.
1.2
Required Customer Resources
Customer technical staff (to assist with systems access and analysis), this is usually conducted with
the mobility administrator however in some environments this also includes the Exchange/Lotus Notes
administration, gateway/networking team and active directory administrator. Helpdesk staff will also be
involved if the mobility administrator is unable to articulate the support framework.
1.3
Deliverables
Optus will deliver a report at the conclusion of the Engagement Period containing the findings and
recommendations (Health Check Report):
1.4
Indicative Project Timeline
If Your required resources are made available on the requested and agreed dates, then a Health
Check Report timeline will resemble the following:
Step
Deliverable
1
Hosted workshop #1 including kick-off meeting
and workshop with Customer for up to 2 hours.
Within 14 days from Your Target Start Date.
2
Hosted workshop #2 Technical review and
investigation up to 4 hours.
Conducted on the same day as Step # 1.
3
Final version of Health Check Report is
presented to Customer.
Within 20 days of Step #1.
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Due Dates
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Service Option: Optus Mobility Consultancy Service: Strategic Planning
This Service Option forms part of the Optus Mobility Consultancy Service.
The Mobility Consultancy Service description comprises of the following Parts:

Part 1: Service Family Terms (applicable to all Optus Mobility Consultancy Services); and

Part 2: The Service Option Terms.
The Service Option Terms are separate terms applicable to each of the Optus Mobility Consultancy Service
Options and are to be read in conjunction with both the General Terms and the Service Family Terms:
1.
DESCRIPTION OF THE SERVICE OPTION – STRATEGIC PLANNING
Strategic Planning is a package designed to assist customers develop their mobility strategy from
conception or it can deliver an objective assessment of your strategy to ensure your mobility journey is
benchmarked on industry best practice.
1.1
The Approach
The Enterprise Mobility Strategy consists of up to four workshops which are scheduled across four
separate days.
The first workshop (Kick off meeting) includes key business stakeholders, IT teams and Optus
Consultants to establish the boundaries of the engagement, the goals, context and 'scope' of the
engagement.
From the initial workshops, the Optus Consultants will document the vision and scope for the
engagement and present this to the customer for endorsement.
This document will indicate timelines and stakeholder involvement requirements which must be
satisfied and agreed to before the next phase can commence.
Up to three full days of follow-up analysis and discovery workshops will be scheduled once the
stakeholders have been nominated by You. These sessions cover the objectives, needs and work
environments of the various business stakeholders as well as the technical strategies, directions and
goals of the ICT department.
Following these discovery and analysis sessions, Optus Consultants will collaborate to analyse the
findings and author the strategy document. At times during the strategic analysis Optus may clarify or
request additional information from your IT or business stakeholders (this is coordinated via a single
contact point within the customer environment).
Once analysis is complete, Optus will discuss the findings of the strategic analysis with ICT teams and
key business stakeholders (if appropriate) to ensure the strategy addresses any remaining
assumptions, clarifications or concerns.
Optus will then deliver the strategy and present findings to your stakeholders in a workshop/forum
style to discuss the report and strategy at a high level and to ensure all stakeholders are informed.
Once the report is delivered and presented, You can choose to proceed to a Solutions Advisory
engagement to design the future state of their mobility environment.
1.2
Required Customer Resources
The required personnel are nominated by You, they will include key representatives from IT
Strategy/Management who drive the engagement and this often includes architects, CIO or senior IT
managers depending on the organisation. Mobility administrators are involved (if there is an existing
mobility environment) along with business stakeholders from each business unit.
The kick-off meeting will identify any additional stakeholders that should be involved in the
engagement, they could include field teams, operations staff, office based staff, travelling/remote team
representatives however the stakeholders are heavily industry specific focused personnel and usually
involve at least one member of each business unit of the organisation.
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1.3
Deliverables
(a)
1.4
Optus will deliver:

Vision and Scope document.

Mobility Strategy document.

Presentation of findings.
Indicative Project Timeline
(a)
Step
If Your required resources are made available on the requested and agreed dates, then the
delivery for the Strategic Planning Report will resemble the following;
Deliverable
Due Dates
1
Hosted kick-off meeting/workshop #1 with
Customer's business/IT stakeholders.
Within 14 days from Your Target Start Date.
2
Vision & Scope document covering kick-off
meeting and Customer's mobility vision is
submitted to Customer for validation and
endorsement.
Within 7 days of completion of step #1.
3
Customer Workshops #1, #2, & #3
Within 5 days of completion of step #2.
4
Optus Consultants to clarify any assumptions
made during Your workshops with Your ICT
team
Within 3 days of completion of step #3.
5
Final version of Strategic Planning Report is
presented to Customer
Within 40 days of completion of #1.
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Service Option: Optus Mobility Consultancy Service: Solutions Advisory
This Service Option forms part of Optus Mobility Consultancy Service.
The Mobility Consultancy Service Description comprises of the following Parts:

Part 1: Service Family Terms (applicable to all Optus Mobility Consultancy Services); and

Part 2: The Service Option Terms.
The Service Option Terms are separate terms applicable to each of the Optus Mobility Consultancy Service
Options and are to be read in conjunction with both the General Terms and the Service Family Terms:
1.
DESCRIPTION OF SERVICE OPTION – SOLUTIONS ADVISORY
Solutions Advisory is a package designed to help organisations to independently validate their
formulated strategy against industry best practice. Alternatively if a strategy has been launched and
implemented then the Solutions Advisory package will assess if your strategy is progressing and
meeting the original intended objectives.
1.1
Approach
The first workshop (Kick off meeting) includes key business stakeholders, IT teams and the Optus
Consultants to establish the boundaries of the engagement, the goals, context and 'scope' of the
engagement. From this one day initial workshop series, the Optus Consultants will document the
vision and scope for the engagement and present this for endorsement.
This document will indicate timelines and stakeholder involvement requirements which must be
satisfied and agreed to before the next phase can commence.
Following on from the kick-off meeting, Optus Consultants will gather initial thoughts and run a
subsequent workshop to discuss potential solutions, gain further technical understanding of the
complexity of the environment and to understand the existing strategy, clarifying any assumptions.
This technical workshop process will be conducted for up to two full days to share ideas, discuss
scenarios and contextualise the existing mobility strategy. These sessions cover the objectives, needs
and work environments of the various business stakeholders as well as the technical strategies,
directions and goals of the ICT department. Optus will then run a workshop internally to determine the
best fit solution to deliver upon the client's unique requirements.
Following these discovery and analysis sessions, Optus Consultants will collaborate to analyse the
findings and author the solutions advisory document. At times during the analysis and documentation
Optus may clarify or request additional information from stakeholders (this is coordinated via a single
contact point within the customer environment).
Once analysis is complete, Optus will discuss the findings of the solutions advisory with ICT teams to
ensure that the solution addresses any remaining assumptions, clarifications or concerns.
1.2
Required Customer Resources
IT Strategy/Management drives the engagement (sometimes via a project management resource) and
this often includes architects, CIO or senior IT managers depending on the organisation. Mobility
administrators are usually also involved (if there is an existing mobility environment) along with
business stakeholders from each business units to validate the strategy and business requirements.
The kick-off meeting will also help to identify additional stakeholders that should be involved in the
engagement.
1.3
Deliverables
(a)
Optus will deliver:

Vision and Scope document.
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
Solutions Advisory report.

Presentation of findings.
Once the report is delivered and presented, the customer can choose to progress to a Business
Transformation engagement to implement and deliver the designed future state mobility environment.
1.4
Indicative Project Timeline
(a)
Step
If the customer's required resources are made available on the requested and agreed dates,
then a Solutions Advisory Report timeline will resemble the following:
Deliverable
Due Dates
1
Review of Customer's existing ICT Mobility
strategy
Within 7 days from Your Target Start Date.
2
Hosted kick-off meeting/workshop #1 with
Customer's business/IT stakeholders
Within 7 days of completion of step #1
3
Vision & Scope document covering kick-off
meeting and Customer's mobility vision is
submitted to Customer for validation and
endorsement
Within 7 days of completion of step #2
4
Customer workshop #1 – full day
Within 5 days of completion of step #3
5
Customer workshop #2 – full day
Within 6 days of completion of step #3
6
Optus to clarify any assumptions made during
Your workshops with Your ICT team
Within 3 days of completion of step #6
7
Final version of Solutions Advisory Report is
presented to Customer
Within 60 days of completion of Step #2.
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SERVICE OPTION: Optus Mobility Consultancy Service: Business Transformation
This Service Option forms part of Optus Mobility Consultancy Service.
The Mobility Consultancy Service Description comprises of the following Parts:

Part 1: Service Family Terms (applicable to all Optus Mobility Consultancy Services); and

Part 2: The Service Option Terms.
The Service Option Terms are separate terms applicable to each of the Optus Mobility Consultancy Service
Options and are to be read in conjunction with both the General Terms and the Service Family Terms:
1.
DESCRIPTION OF SERVICE OPTION – BUSINESS TRANSFORMATION
Business Transformation is a package designed to develop and align business process improvements
by enabling a mobilised workflow. This package will provide a blueprint which an organisation can
utilise to deliver business process optimisation.
1.1
Approach
The Mobile Business Transformation package consists of a series of workshops and field trips to
understand how the business process and workflow operate. These workshops and field observation
trips occur over a number of agreed days. This also includes initial sessions with IT and business
stakeholders to commence the engagement with an 'overview' before diving into workflow and process
level detail.
The first workshop (Kick off meeting) includes key business stakeholders, IT teams and the Optus
Consultants to establish the boundaries of the engagement, the goals, context and 'scope' of the
engagement. From this one day initial workshop series, the Optus Consultants will document the
vision and scope for the engagement and present this for endorsement.
This document will indicate timelines and stakeholder involvement requirements which must be
satisfied and agreed to before the next phase can commence.
Up to three full days (constructed of two hour blocks per business unit) of follow-up analysis and
discovery workshops will be scheduled once the stakeholder availability has been confirmed. These
sessions cover the objectives, needs and work environments of the various business stakeholders as
well as the technical strategies, directions and goals of the ICT department.
Following these discovery and analysis sessions, Optus Consultants will liaise with business units to
identify the required field observation requirements to observe workflow in practice before
documenting and analysing the findings. This often takes up to two days per business process of field
observation so the detailed process can be documented and potential improvements can be
discussed with the relative stakeholders.
At times during the analysis Optus may clarify or request additional information from IT or business
stakeholders (this is usually coordinated via a single contact point within the customer environment).
Once analysis is complete, Optus will discuss the findings of the business transformation
recommendations with ICT teams and key business stakeholders (if appropriate) to ensure the
recommendations are in line with expectations and to clarify any remaining assumptions or concerns.
Optus will then deliver the Business Transformation report findings to stakeholders in a
workshop/forum style environment to explain the report and strategy at a high level and to ensure all
stakeholders are informed.
1.2
Required Customer Resources
Generally IT Strategy/Management drives the engagement (sometimes via a project management
resource) and this often includes architects, CIO or senior IT managers depending on the
organisation. Mobility administrators are involved (if there is an existing mobility environment) along
with business stakeholders from each business unit. Generally the kick-off meeting will help identify
additional stakeholders that should be involved in the engagement but they often include field teams,
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operations staff, office based staff, travelling/remote team representatives, however the stakeholders
are heavily industry specific and usually involve at least one member of each 'business unit' of the
organisation.
1.3
Deliverables
(a)
1.4
Optus will deliver:

Vision and scope document.

Mobile Business Transformation Report.

Presentation of findings.
Indicative Project Timeline
(a)
Step
If the customer's required resources are made available on the requested and agreed dates,
then a Business Transformation Report timeline will resemble the following:
Deliverable
Due Dates
1
Hosted kick-off meeting with Customer
Within 7 days from Your Target Start Date.
2
Document outlining initial kick-off meeting
findings & confirmed deliverables
Within 7 days of completion of step #1
3
Vision & Scope document covering kick-off
meeting and Customer's mobility vision is
submitted to Customer for validation and
endorsement.
Within 7 days of completion of step #2
4
Customer Full day Workshop #1, #2, #3
Within 7 days of completion of step #3
7
Customer workshop findings
Within 7 days of completion of step #4
8
Request and liaison with Customer business
and IT stakeholders to observe workflow in
practice
Within 7 days of completion of step #7
9
Customer field observation trip #1 - full day
Within 14 days of completion of step #8
10
Customer field observation trip #2 - full day
Within 14 days of completion of step #8
11
Final version of Business Transformation
Report is presented to Customer
Within [100] days of completion of step #1
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